Customer Service/ Complaints Officer
We have a new exciting opportunity for two customer service/ complaints officers to work for our busy and well-established client based in Stanstead Abbotts. The role offers a salary £24,000. This position is a perm role and the working hours are 35 hours per week, 9am – 5pm, Monday – Friday. Benefits include; Holiday entitlement – 24 days per year plus Bank Holidays, Company Pension, Private Health Care and other benefits. Offering Hybrid working (3 days in the office, 2 days from home) once training has been completed.
As a Mediation Handler, you will provide accurate and efficient service support to our client base and the general public via mediation.
The target is to ensure unbiased and impartial support is provided between two parties, whilst ensuring full compliance with the Consumer Rights Act 2015, actioned with excellent service standards and maintaining high levels of customer satisfaction.
Responsibilities include:
* Consumer dispute resolution via mediation between consumer and retailer.
* Development and case management of complaints, ensuring compliance with the Consumer Rights
* Respond formally to complaints in a professional manner, by email and telephone.
* To be an effective communicator and ensure all complaints are acknowledged in a timely manner.
* Support the Management team as required.
* Handle incoming calls and general customer service inquiries.
* Tracking any trends of cases and reporting directly to the Mediation Supervisor.
* Highlighting any media threats or possible vulnerabilities of customers directly to the Mediation Supervisor.
* Ad hoc Tasks.
There may be a requirement to undertake other duties from time to time as reasonably required.
Skills / Targets:
* Ensuring all complaints and handled in line with the Consumer Rights Act 2015
* Maximising individual performance
* Actively inviting feedback via Trustpilot to ensure the score remains above 4.
* Strong communication and negotiating skills
* Good at Problem Solving
* Professional telephone manner
* Empathetic
* Articulate
* Confident to use own initiative and work as part of a team